Cancellation & Refund Policy

RUNPE Cancellation & Refund Policy

Effective Date: 1st June, 2026

Last Updated: 28th May, 2026

This Cancellation & Refund Policy governs ride cancellations, refunds, failed transactions, and related payment matters for services booked through the RUNPE platform, operated by Siyaram PB Associate.

By booking or using RUNPE services, customers agree to this Policy.

1. Definitions

RUNPE: Refers to the RUNPE platform, website, mobile applications, operators, affiliates, and authorized representatives operated under Siyaram PB Associate.
Customer/User: Any individual who books or attempts to book transportation or related services through RUNPE.
Captain/Driver: An independent transportation provider who accepts and fulfills ride requests through the RUNPE platform.
Ride: Any transportation service requested through RUNPE.

2. Customer-Initiated Cancellations

Cancellation charges may apply depending on the timing of cancellation and operational conditions.

2.1 Free Cancellation Window

Customers may cancel a ride without cancellation charges within 2 minutes of captain/driver acceptance, provided the captain has not significantly progressed toward the pickup location.
In such cases, Any prepaid amount, if applicable, will be eligible for full refund.

2.2 Cancellation After Free Window

Cancellation charges may apply if:

The ride is cancelled after the free cancellation window
The captain is already en route
The captain has arrived at the pickup location
Repeated cancellation behavior is detected

Applicable cancellation charges may vary based on:

Distance traveled by captain
Waiting time
City/category rules
Operational conditions

Refunds, if applicable, shall be processed after deducting cancellation charges.

2.3 No-Show Situations

If the customer:

Fails to arrive at pickup location within reasonable waiting time
Is unreachable
Refuses to board after captain arrival

RUNPE may treat the booking as a customer no-show and applicable cancellation charges may apply.

3. Captain-Initiated Cancellations

Customers may be eligible for full refund of prepaid amounts if:

The captain cancels the ride
The captain fails to arrive within a reasonable time
The ride cannot be completed due to operational issues attributable to the captain

Refund eligibility may be subject to platform verification and investigation.

4. Technical Failures and Duplicate Transactions

In cases involving:

Duplicate payment deductions
Failed transactions
Payment gateway errors
Technical system issues

Customers may be required to provide:

Transaction reference IDs
Payment screenshots
Booking details
Bank confirmation where necessary

for RUNPE to investigate and process eligible refunds after verification.

5. Partial Refunds

Partial refunds may be issued in situations including:

Incorrect fare calculation
Technical ride interruptions
Incomplete ride disputes
Verified overcharging
Service-related operational issues

Refund amounts shall be determined by RUNPE after internal review.

6. Refund Request Timeframe

Customers should report refund-related concerns within:

48 hours (2 days) from transaction or ride completion time

Requests submitted after this period may:

Require additional verification
Be delayed
Be declined where investigation becomes impractical

7. Refund Processing Timeline

Once approved, refunds are generally initiated within a reasonable operational timeframe.

Depending on the payment method and banking systems, refunds may take approximately:

3 to 7 business days

Actual processing timelines depend on:

Banks
UPI systems
Wallet providers
Payment gateways
Financial institutions

RUNPE is not responsible for delays caused by third-party banking or payment infrastructure.

8. Non-Refundable Situations

Refunds may not be provided in situations including:

Fraudulent transactions
Repeated false complaints
Customer misconduct
Violation of platform policies
Completed rides without verified service issues
Delays caused by traffic, weather, roadblocks, or external conditions beyond reasonable control

9. Fraud Prevention and Abuse Monitoring

RUNPE reserves the right to:

Limit refund eligibility
Suspend accounts involved in abuse or fraudulent activities
Recover improperly refunded amounts where legally permissible

10. Cash Payments

For rides paid in cash:

Refund eligibility may be limited
Certain disputes may require manual verification
Digital proof may be requested before processing any adjustment

11. Promotional Offers and Coupons

If a ride booked using:

Coupons
Discounts
Promotional credits
Referral rewards

is cancelled, restoration of promotional benefits shall be subject to applicable promotional terms.

Certain promotional credits may:

Expire
Become non-refundable
Be forfeited after cancellation

12. Service Interruptions

RUNPE does not guarantee uninterrupted platform availability.

Refunds shall not automatically apply for interruptions caused by:

Internet failures
Device issues
GPS inaccuracies
Government restrictions
Natural events
Technical outages beyond reasonable operational control